FinReviews of intercom.io

Seriously lacking some really basic stuff and extremely predatory subscription-wise (one unfortunate misclick can cost you a lot) But hey, it kinda works.

It's ok but overly complicated for simple tasks. The price is hefty too.

Intercom is very slow (it takes a large amount of time to open a message/campaign etc), which is really boring when you word in CRM and sometimes have to open douzens of emails at the same time. It causes us to lose time. Moreover, there are some bugs, such as for example when we send a campaign containing several mails to different countries, that we program at a different time - sometimes 1 or 2 clients from Mexico will receive a mail at the same time as those from EU, even if we programmed the mail for Mexico at 3pm and those for EU's clients at 9am.

We would appreciate improvement on the rule assignments, dropdown menu for tags selection would be super helpful, expandable statistics, reviews divided into product review/agent reviews

It’s a good tool, not easy to configure. Too many options all really cool but you don’t know how to use them unless you work at Intercom and there’s no onboarding process. Not affordable, but again, this wouldn’t be an issue if one could take advantage of the real potential of the platform which you can’t unless you devote hours and hours of understanding. The support chat is terrible, not the team, the fact that they only work in California time, leaves the rest of the work without support until late evening in my case, if you want to be a global company, then BE a global company, you have plenty of funds from your financing round, use it to improve the service and making paying customers achieve their goals. Finally, there’s a huge lag between the moment a client starts a conversation and the moment they the App sends me the message from the potential client, by the time I reply, the prospect is gone, this should be instant.

There were a few features that I was not very happy with. I didn't like that I couldn't add customers on the fly without importing, I didn't like alias email addresses being created because customers ended up just using those rather than the main support@ contact. I like the article feature. Ultimately Intercom was not the answer for us.

Looking for an opportunity to leave. I like the service, but it's expensive. I wouldn't recommend it for someone starting out. Every time I feel myself get excited about a new feature I've been hoping for, I then see it's designed to squeeze more money from me. Also a bit silly, this survey didn't work for me on my iPhone because it didn't have the validation buttons.

Better analytics needed. Better customer service with expertise, not just average knowledge. Quicker customer service response time.